**Please strictly adhere to the following resume naming convention:ALL CAPS, NO SPACES B/T UNDERSCORESPTN_US_GBAMSREQID_CandidateBeelineIDi.e. PTN_US_9999999_SKIPJOHNSON0413MSP Owner: William BristolLocation: See BelowDuration: 6 monthsJobRequirements* The Operations Engineer is responsible for advanced troubleshooting, root cause analysis, and operational stability of a Google Contact Center AI (CCAI) platform integrated within a large-scale enterprise IVR ecosystem. This role acts as the highest escalation point for production issues, requiring deep expertise in contact center architecture, cloud infrastructure (GCP), and observability/log analysis to ensure high availability and performanceKeyResponsibilities* Advanced Troubleshooting & Incident Response • Act as L3 operations escalation point for complex production incidents affecting IVR and CCAI flows • Perform deep-dive troubleshooting across: o Dialogflow CX / ES - Must Have o SIP/telephony integrations - Must Have o Middleware (APIs, orchestration layers) - Nice to Have • Correlate issues across multiple systems (telephony, cloud services, APIs) --- Log Analysis & Root Cause Identification • Analyze and correlate logs from: o Google Cloud Logging (Stackdriver) - Must Have o Dialogflow interaction logs - Must Have o Telephony/SIP logs (e.g., Genesys) - Nice to Have • Identify patterns such as: - The core of the skill set should be understanding the impacts o Intent misfires o Latency spikeso API failures/timeouts o Authentication/token errors • Perform end-to-end trace analysis to identify root causeSection IV - Job Qualifications & SkillsSection Details / Example ContentDomain Google CCAI / Enterprise IVRSoft Skills - Excellent communication - Team collaboration - Documentation and knowledge sharingEducationRequirements OptionalCertifications OptionalSection V - Sample Questions for Trai Role Descriptions: Enterprise IVR Ops Google CCAIEssential Skills: Enterprise IVR Ops Google CCAIDesirable Skills: Keyword: Skills: CloudOps for Google CloudExperience Required: 6-8